Kona Monica

Detail-oriented Operations and Risk & Compliance Analyst with experience in fraud investigations, Account Takeover (ATO) resolution, chargeback analysis, payment risk reviews, delivery operations, merchant support, and customer communication. Skilled in investigating suspicious activities, making risk-based decisions, and ensuring compliance with SOPs, SLA requirements, and operational policies while maintaining high standards of accuracy and quality.

Associate Analyst - GlobalLogic (Uber Operations)

(2024-11 - 2026-05)

Supported Uber's global Trust & Safety and Operations teams by investigating fraud, account security, payment risks, and delivery-related issues while adhering to client SOPs and SLAs.

• Worked across multiple Uber operational workflows, including Delivery Review, Earner Deactivation, and Delivery Outage Troubleshooting, gaining experience in fraud investigations, account security, and merchant support.
• Performed root cause analysis on delivery fraud cases by reviewing trip details, identifying policy violations, investigating recurring issues, and making risk-based decisions to prevent fraudulent activities.
• Investigated Uber Earner accounts involving Account Takeover (ATO), fraudulent account creation, suspicious behavior, stolen payment cards, chargebacks, and payment-related risks.
• Resolved complex Account Takeover (ATO) cases by restoring access for legitimate users while enforcing appropriate actions against confirmed fraudulent accounts based on investigation findings.
• Reviewed customer information, transaction history, account activity, and internal tools to resolve escalated cases and ensure consistent decision-making aligned with Uber policies.
• Collaborated with Quality, Operations, and cross-functional stakeholders to resolve blockers while consistently achieving SLA, quality, and productivity metrics in a high-volume operational environment.
• Provided professional email-based support to merchants worldwide by resolving operational issues, handling escalations, and delivering timely, high-quality customer support while maintaining positive stakeholder relationships.
• Identified recurring fraud trends and operational patterns, escalating findings to appropriate teams to improve workflows and support continuous process improvements.

Bachelor's Degree - Computer Applications - Gayatri Vidya Parishad College for Degree and PG Courses (A) (2021 - 2024)